Marcandra (Kay) Hardge
Houston
Summary
Confident, creative, determined, and highly qualified hotel management professional bringing 10years+ experience of top- notch service. Self-motivated with efficiency-driven approach to handling administrative and filing needs. Highly organized with good multitasking, prioritization and critical thinking skills. Familiar with managing schedules, coordinating paperwork and serving customer needs.
Overview
12
12
years of professional experience
Work History
Director of Front Office
Magnolia Tribute Hotel (Marriott)
06.2024 - Current
- Coordinated closely with housekeeping teams to ensure timely room turnover upon guest departure or arrival.
- Played an instrumental role in driving repeat business through outstanding customer service delivery.
- Developed front-office programs that boosted morale and encouraged team to deliver exceptional service and cost control.
- Monitored and assessed service and satisfaction trends, evaluated and addressed issues and made improvements accordingly.
- Implemented effective staff scheduling strategies for optimal coverage during peak periods.
- Oversaw financial management for the front office, including budgeting, forecasting, and expense tracking.
- Increased guest satisfaction scores with proactive approach to addressing concerns and resolving issues promptly.
Regional Director of Sales and Operations
Four Points By Sheraton (over Five Properties)
05.2023 - 06.2024
- Lead weekly meetings with regional staff to review progress, address challenges and drive timely task completion.
- Focus on guest satisfaction scores and strategies to improvement.
- Provide excellent customer service by being readily available / approachable for all guest.
- Ensure all brand standards are being maintained in each area of the property.
- Maintain current licenses and permits as prescribed by local, state, and federal agencies.
- Meet sale goals every month.
- Train sales team, and increase sales by 10%.
- Maintain revenue goals monthly.
Hotel Operations Manager
Merriweather Lakehouse Autograph Collection
07.2022 - 04.2023
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
- Developed and implemented promotional strategies to increase occupancy.
- Overseeing budgets.
- Implemented successful strategies to increase customer satisfaction.
Traveling Task Force Assistant General Manager
Sheraton Columbus Hotel At Capital Square
06.2022 - 08.2022
- Liaised with local, state and federal regulatory agencies to streamline investigation completion.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Assisted HR with interviewing potential employees by asking appropriate questions and providing feedback after interviews.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Identified issues, analyzed information and provided solutions to problems.
Traveling Task Force Director of Operations
Baltimore Marriott Inner Harbor At Camden Yards
05.2022 - 06.2022
- Implemented training programs for over 6 new recruits.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Traveling Director of Front Office/ HR Assistant
Task Force Management, The Westin Downtown
09.2021 - 05.2022
- Assisting and managing recruitment, and hiring process.
- Investigate complaints, harassment or misconduct, and resolve situations.
- Managed over 50 customer calls per day.
- Increased sales by 10%".
- Oversaw and managed hiring process and assisted human resources.
- Documented human resources records and maintained confidentiality of sensitive personal information.
- Coordinated employee training programs to improve productivity and performance.
Task Force Front Office Operations Manager
Sheraton Suites Philadelphia Airport
07.2021 - 09.2021
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
Guest Service Manager/ Front Desk Manager
Westin Houston Medical Center
10.2019 - 06.2021
- Reviewed daily bookings, preparing guest rooms prior to arrival.
- Attended to customer needs, responding to questions, complaints and escalations.
- Monitored staff training, scheduling and shift changes.
- Understood and implemented safety and emergency procedures.
Front Desk Manager/Inside Sales Coordinator
Stay Bridge Inn and Suites
08.2015 - 07.2019
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Managed portfolio of accounts and consistently generated strong annual sales.
Director of Front Office
Park Inn by Radisson/ Baymont inn Suites
05.2013 - 06.2015
- Managed, rewarded, coached, counseled, disciplined and terminated employees based on performance.
- Developed front-office programs that boosted morale and encouraged team to deliver exceptional service and cost control.
- Monitored and assessed service and satisfaction trends, evaluated and addressed issues and made improvements accordingly.
- Assisted team in handling and solving complaints and incidents, communicating results with corporate management.
Education
Diploma - Medical
Billing Sanford Brown College
Houston, TX2009
Diploma - Academic
North Shore High School
Houston, TX2006
Skills
- Guest Experiences
- Microsoft Office/Word/Excel
- Opera/ Light Speed /PMS/OnQ
- Adobe
- Excellent Work Ethic
- Marsha
- Reservation Management
- Excellent Leadership
- Sirfi
- Food Handler ( FDA )
- TBAC
- Professional Phone Etiquette
Timeline
Director of Front Office
Magnolia Tribute Hotel (Marriott)
06.2024 - Current
Regional Director of Sales and Operations
Four Points By Sheraton (over Five Properties)
05.2023 - 06.2024
Hotel Operations Manager
Merriweather Lakehouse Autograph Collection
07.2022 - 04.2023
Traveling Task Force Assistant General Manager
Sheraton Columbus Hotel At Capital Square
06.2022 - 08.2022
Traveling Task Force Director of Operations
Baltimore Marriott Inner Harbor At Camden Yards
05.2022 - 06.2022
Traveling Director of Front Office/ HR Assistant
Task Force Management, The Westin Downtown
09.2021 - 05.2022
Task Force Front Office Operations Manager
Sheraton Suites Philadelphia Airport
07.2021 - 09.2021
Guest Service Manager/ Front Desk Manager
Westin Houston Medical Center
10.2019 - 06.2021
Front Desk Manager/Inside Sales Coordinator
Stay Bridge Inn and Suites
08.2015 - 07.2019
Director of Front Office
Park Inn by Radisson/ Baymont inn Suites
05.2013 - 06.2015
Diploma - Medical
Billing Sanford Brown College
Diploma - Academic
North Shore High School
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